The Broadmoor in Colorado Springs, CO. Courtesy Photo

From high plains to high peaks, Colorado’s grand landscapes provide an inspirational setting for events of all kinds, from executive board meetings and incentive travel programs to city-wide conventions.

Denver is well known but it’s not the only option. Mountain towns, backcountry, smaller cities and suburbs all offer planners and groups ways to fit their needs and budgets.

Aurora

“As Colorado’s third largest city, Aurora artfully melds capacity and an ideal location near Denver International Airport and the Rocky Mountains with areas to explore, award-winning chefs, craft breweries and a wide range of activities,” says Visit Aurora’s President & CEO Bruce Dalton. “Our city offers world-class facilities, easy accessibility and beautiful surroundings to enhance any event. Plus, our dedicated team is here to help with everything from logistics to planning unforgettable activities outside the conference room.”

Aurora is a good choice for medical, pharma and health-related meetings in part because it’s home to the University of Colorado Anschutes Medical Campus, which houses UC Health hospital and Children’s Hospital Colorado, among others. Aurora is also where the 1,387-room Gaylord Rockies Resort & Convention Center is located, a meeting and convention property with an expansive waterscape of heated pools, slides and a lazy river, as well as more than 500,000 sf of meeting and function space.

Colorado Springs

The United States Airforce Academy, NORAD, the Pro Rodeo Hall of Fame and Pikes Peak — one of America’s most famous mountains — are all here. Colorado Springs has hotels for every budget, one-of-a-kind venues and so many compelling adventures and activities that attendees will have a tough time choosing.

The Broadmoor in Colorado Springs is one of the nation’s most prestigious, historic resorts. Upscale and amenity-laden, it has multiple lodging choices for groups, from a rustic mountain-top lodge or wilderness streamside fly-fishing camp, to the main hotel with its evocative architecture, rich fabrics and furnishings, and timeless décor. Activities include genteel golf on a revered course but also hiking and ziplining in a Colorado canyon, riding a restored cog railway to the summit of Pikes Peak and trying your hand at falconry, among others.

Shannon Pharr, director of events at McGuireWoods LLP, brought a group of 450 to the resort for a partnership retreat last June. Pharr says there’s been a significant increase in events since the pandemic and registration is close to pre-pandemic levels. “We’re at about 90% back on registrations. I think many are working from home so may not go out as much as they used to or are not in a downtown location where an event is taking place,” she notes.

Colorado and the Broadmoor proved to be a big draw. “It was the destination that drew people. Our firm had not ventured farther than Chicago for our all-in partnership meeting. The Broadmoor property was the draw with its excellent level of service, magnificent grounds and delicious food — and I mean really delicious. There’s also the variety of activities that you cannot get on the East Coast. We struggled a bit with the airlines as we got caught not only in the inflated costs of flights but the pilots being grounded. We had flights cancelled which then drew difficulty in our ground transportation. People were relieved once they arrived, though,” she says.

Pharr continues,“I was very impressed with the level of service that I received from contract to execution.  My conference manager was amazing. Every detail was taken care of, solutions were always offered and we had a high level of customer satisfaction.” She gives her conference manager much of the credit, including when it appeared a storm was going to derail a planned outdoor activity. “My conference manager stood next to me as we watched the storm, but she had such confidence in the resort’s ability to pull it off. She knew the timing and had the confidence to stay put. It was beautiful.”

Pharr says the property’s AV was very good although her group brought in some of its own AV as well. They also used an outside DMC for décor, activities and transportation.

One tip, she says, is to allocate enough time for travel. “With Denver airport as large as it is and with the airlines being a little unreliable, give yourself a cushion. Book early for large meetings.”

As for Pharr’s group, she says they’ll definitely return to the Broadmoor. “Did I mention the food? Very, very creative, delicious and fun.”

A Texas-based agriculture and construction equipment company also based a program at the Broadmoor. The group of 276 gathered there last August for an annual sales incentive program. It was a change for the group. “This event typically takes place overseas. With the pandemic, we had to evaluate domestic options,” says Theresa Duncan, senior manager, corporate events. “Our challenge was to create an event in the domestic United States that could stand up against Paris, Costa Rica and New Zealand for the same budget. While the cost of the flight was lower than an international flight, the activities had to be elevated to make something familiar more compelling and exciting.”

The Broadmoor Golf Club is consistently ranked among the best in the world. Courtesy Photo

Like other companies, this one experienced change during the pandemic, going to all-online meetings in 2020 (which drew more than double the normal event), then to hybrid meetings in 2021, which Duncan says involved working “to get back to safely meeting in person while still engaging those additional 3,000-4,000+ people online.”  The 2022 events exceeded pre-pandemic levels and the company has continued to evolve its online strategies. Hybrid meetings are no longer used for large events but content from meetings is available on demand afterward. “The technology that came out of the pandemic is a platform for some employees to attend or listen in on meetings without the expense of travel. We’ve also implemented a platform to distribute meeting materials in advance so attendees can review the week prior. This makes time spent in person more productive since the content isn’t brand new to the audience.  The pandemic pushed this company further down the technology path in a short amount of time so there are more options now than pre-pandemic.”

The Broadmoor met Duncan’s 2022 needs in several ways. “The Broadmoor is a historic hotel with a track record for superior service and experience. With staffing a challenge in the hospitality industry, we wanted a destination that we were certain would deliver the five-star experience our attendees are accustomed to. The group enjoys being outdoors and in a moderate climate in the summer. They also like to stay busy, so a variety of activities are necessary. The destination isn’t too highly priced, so we were able to elevate the program with little surprises for our incentive trip winners.  We also selected a destination in the domestic U.S. to ensure our attendance remained strong.”

Duncan calls the team at the Broadmoor one of the best. “They pulled out all the stops and embraced every crazy idea we had to make it a reality. Every employee there has a smile, and it’s clear they all feel like family.  This is a hotel that typically has already solved a problem before you even realize there was one! I wouldn’t hesitate to work with the Broadmoor again. By the end of the program, I was honored to feel I was a part of their family too.”

One hiccup was that the opening reception was moved indoors due to a thunderstorm. “The hotel and DMC teams worked miracles to make sure the ballroom met all the expectations set for the original event,” Duncan notes. “The creativity of the hotel and the DMC to go beyond the usual activities resulted in scores in the survey that matched those from international destinations.”

Duncan says to planners booking the Broadmoor: “Know that altitude sickness is the real deal. Have a strategy to address that because you will have someone go down.Drink more water!”

The city of Colorado Springs is definitely a positive, too. “There’s always something new to discover in Colorado Springs.  The crisp air, the beautiful views and a sense of peace and happiness will keep Colorado Springs among my favorite places!”

Denver

Colorado’s capital city is a vibrant center with snow sports, hiking, mountain biking, whitewater rafting, fly fishing and other adventures within a short drive. The city has drawn well-known chefs, arts and artists, as well as tech and other entrepreneurs who continue to expand the city’s business and cultural environment. As Richard W. Scharf, president and CEO of Visit Denver, notes there are many reasons for planners to choose Denver, including the expanded Colorado Convention Center.

“Home to the third busiest airport in the world, unique venues and a vibrant downtown serving as gateway to The Rocky Mountains, Denver offers an opportunity for meeting professionals to experience an urban adventure. The Colorado Convention Center expansion, slated for completion later this year, was designed by and made for meeting professionals. The 80,000 sf multi-functional rooftop ballroom is divisible into 19 meeting rooms. The 35,000 sf indoor/outdoor pre-function space has plenty of networking opportunities with great views, and the 20,000 sf outdoor terrace will have 150-mile views of the Rocky Mountains.”

As the saying goes, if you haven’t seen Denver lately, you haven’t seen it.

The Ritz-Carlton, Bachelor Gulch. Courtesy Photo

The Mountains

While Denver and Colorado Springs sit in the high plains at the foot of the Rocky Mountains, there are also exceptional meeting destinations in the heart of the Rockies where grand landscapes easily inspire attendees. The Ritz-Carlton, Bachelor Gulch, is just such a place. Attendees can fly into nearby Eagle County Airport or arrive via a scenic drive from Denver’s airport.

Nicole Bukovac, director of hospitality & events at Intersport, brought 60 attendees from a global consulting group for a March 2023 meeting at the resort. “Planning for our events is really reflective of the times, with locations selected based on ‘must-see’ or ‘bucket-list’ destinations,” she says.  “Since the pandemic, more are eager to fulfill those dreams, so the sky’s the limit. We plan exclusive events and they’re back to pre-pandemic levels with [attendees] more eager than ever to travel.”

In this case, the plan was a ski event. “This location is a great luxury destination spot with a variety of ski slopes.  We wanted to build the ultimate experience with convenience so the ski-in/ski-out access was a great feature,” Bukovac says. “We worked with destination management company RMC to help book an off-property snowmobiling excursion as well as furniture rentals.”

The resort fulfilled much of what the group wanted. “This hotel had a lot of great options for what we were envisioning for the experience,” she continues, “including the log-cabin feel, ease for skiers, spa accommodations and the level of service that the Ritz-Carlton brand usually provides. We worked closely with the director of events and his team. They were very accommodating, willing to go above and beyond and were extremely responsive during the planning process.”

Bukovac notes that since the pandemic she’s found the planning process can often be challenging because of many properties facing staffing shortages. “But this was a very different experience, with the team on top of every little detail.”

The group used the hotel space for a welcome reception and the outside terrace for après ski. “It was fabulous,” she adds. “We thought the hotel was perfectly designed, so in our renting of furniture and floral arrangements, we leaned into the existing design. We wanted the open fires for s’mores, the rustic leather couches and the fur rugs of a ski cabin. This hotel was a great location for a planned ski and spa experience.”

Bukovac says planners considering Bachelor Gulch should be aware of a couple of things.  “In ski season, Eagle County Regional Airport has a broader flight schedule (domestically) than in the off-season. The distance from Denver International Airport is about a 2.5-hour drive, which would take extra planning. And an additional thing to note,” she says, “is the jurisdiction between the hotel property and Vail Resorts and ski shops.  All are different entities and have different roles, allowances, signage, etc. My suggestion would be to get more clarity early in the planning process.”

The town of Aspen needs no introduction. Its reputation as an upscale yet approachable destination with a range of resorts and dining, and plenty of activities from indulgent spas to challenging hiking and biking, not to mention skiing, is well known. Among its top meeting resorts is Aspen Meadows, now part of Salamander Hotels & Resorts. It spreads across 40 acres along the Roaring Fork River, creating a sanctuary within Aspen. That’s where a leading tech company held its leadership seminar for a group of 25 in April.

Like other companies, this one has made many changes as a result of the pandemic. “We’ve changed a ton,” says Patricia R., chief of staff for the company’s CMO. “We used to get on a plane much more often than we do today. Now we’re back to a hybrid mode, sometimes at the same time — face to face, virtual, all of it. We’re still not fully back to pre-pandemic registration levels, and I don’t think we ever will be. Our events are streamlined now and we’re navigating through that to see what makes sense for each situation.”

She says Aspen appealed for many reasons. “Our previous CMO started doing the meeting in Aspen and it’s become a tradition and legacy choice for us.  There’s also Aspen’s history, as well as its unique relationship with the Aspen Institute.”

Mountain towns can present travel challenges but that’s to be expected. “This time cold and weather conditions made it difficult to arrive on time, which can always be a factor when traveling to Aspen in the winter/spring,” Patricia says.

The group chose Aspen Meadows Resort because of its connection to the Aspen Institute. “It’s a beautiful place to be. It allows for reflection. You just relax and feel very grounded when you’re there, and that’s one of the main reasons we continue to go back.”

The resort’s spaces are a good fit. “Everything worked perfectly. We used a seminar room in the Koch Seminar Building, and then came to the resort’s central building (the Walter Isaacson Center) for all of our meals,” Patricia says. “The meals were amazing — breakfast and lunch in particular — but we were surprised that the food served in the breaks wasn’t super healthy. We changed the offering after the first day, but I would advise planners to pay attention to the options for breaks.”

The resort has undergone a refresh so groups who have met there previously should check it out. “The rooms at the resort have recently been redone, and they’re amazing. It’s a huge difference from previous years,” Patricia adds.

Among the resort’s amenities is shuttle service within Aspen. “We use the shuttle a ton; it’s great. They’ll pick you up, and even after dinner, you can go and have a drink in town, like at the J Bar (at the Hotel Jerome) and the resort will have different times to pick you up. We used it a lot since it was cold this last visit.”  And, of course, there’s skiing. “Some of our attendees came in early and skied,” Patricia notes, “which is a wonderful amenity for this location.”

There’s always something to entice attendees back to Aspen, even if they’ve met there multiple times. For Patricia and her group this year, it was a museum. “One of the things we wanted more time for was visiting the museum, the newly opened Bayer Center.  It’s right on the resort property.” She encourages those booking Aspen Meadows to include it in their program. “You should definitely make time for the museum and make the visit a part of your program. We went and we all wanted to be there longer but couldn’t because it wasn’t part of the program we’d set up in advance. “

Plains or mountains, urban or rural, large or small, Colorado has a perfect spot for every kind of meeting. C&IT

Atlantic City’s world famous pier. Courtesy Photo

Atlantic City has proven to be a great destination for meetings and events in the northeast.

Not only does the city offer the region’s world famous boardwalk, but it also offers memorable beach-side resorts with dining and recreational opportunities aplenty. While the city offers more than five miles of pristine beaches, Atlantic City also boasts more than 17,500 hotel rooms, and 1.8 million sf of meeting space.

The Atlantic City Convention Center’s five spacious exhibition venues are located on the building’s second level and range in size from 29,400 sf to 199,500 sf.

In addition, the convention center features a wealth of meeting rooms – 45 that are ideal locales for meetings of all types. And with over 32,000 sf of pre-function space, the venue offers ample room for gatherings and events of all sizes.

To get a great view of the Atlantic City skyline, consider the center’s Tree House venue, located on the fourth floor for a reception or banquet. The venue is one of the convention center’s five banquet halls.

And now that large-scale conventions and conferences are once again being planned, the venue will prove to be the ideal space thanks in part to its expansive 500,000  contiguous square feet of convention event space.

Harrah’s Resort Atlantic City. Courtesy Photo

Atlantic City boasts some of the preeminent meeting and event venues in the country. One favorite venue that is practically synonymous with Atlantic City is the Hard Rock Hotel & Casino Atlantic City. With 2,000 rooms and more than 150,000 sf of meeting and event space, Hard Rock Hotel & Casino Atlantic City can fit any bill.

The Hard Rock Hotel & Casino Atlantic City invested over $30 million in annual entertainment and about $50 million in casino, hotel, food & beverage, plus event and meeting space facility upgrades

As Shelley Williams, director of  global sales, meetings and events for the Hard Rock Hotel and Casino, explains, a variety of event venues are available there to amplify meeting and event programs and are designed to accommodate groups of all sizes – from intimate board meetings to large-scale events and conferences. For the largest of gatherings, Hard Rock Live at Etess Arena can stage general sessions of 7,000 people or 300-plus-booth trade shows and expo events.

“At Hard Rock Atlantic City, we are motivated by music and that is ingrained in our offerings for groups,” Williams says. “With a vast collection of music memorabilia, often touted as one of the largest collections in the northeast, we are able to offer unique music-centric activities, such as trivia and scavenger hunts and self-guided tours.”

And as a resort destination, Hard Rock Atlantic City offers nontraditional venues available for roundtables, discussions and appointments that are attractive to groups and social settings. “We’re also fortunate to be located on the famous Atlantic City Boardwalk with the iconic Steel Pier as our backdrop, so our location alone allows attendees to enjoy a nice walk, run or bike ride along the ocean,” Williams says.

To rebuild confidence for meeting planners, Hard Rock Atlantic City held “Back to Business” immersive sessions for clients to trial group experiences. According to Williams, this is a sales-forward development strategy for clients to see firsthand how ready they are to accommodate them.

“They are often pleasantly surprised by how seamless our team makes their experience,” Williams says. “We showcase everything from food delivery to hotel accommodations and the entertainment capacity of the resort within ‘Safe and Sound’ protocols. Every event has been extremely successful in terms of engagement and positive feedback. We have also learned through these experiences and implemented their real-time feedback when it comes to groups and events.”

Resorts Casino Hotel on the Boardwalk. Courtesy Photo

Expanded Offerings

Caesars Entertainment operates three Las Vegas-style resort destinations in the Atlantic City region: Caesars Atlantic City, Harrah’s Resort Atlantic City and Tropicana Atlantic City. From Atlantic City’s world-famous beach and Boardwalk to the Marina District bay, Caesars Entertainment’s world-class casinos and hotels offer guests a wealth of different amenities and experiences, including celebrity chef restaurants, nightlife, shopping and entertainment.

To enhance its Atlantic City offerings, Caesars Entertainment announced that it would be investing $400 million into its Atlantic City resorts. The plans included remodeled room towers; freshly appointed interior design elements; enhancements to the casinos’ gaming floors; new dining concepts with acclaimed restaurant partners and many more exciting additions.

The initial phase included a $170 million investment in guest room and suite upgrades at Harrah’s Resort Atlantic City and Caesars Atlantic City.

According to Steve van der Molen, vice president of meeting operations, Atlantic City Region, at Caesars Entertainment, the company is back in full swing in Atlantic City. “Guests are in the building and team members are smiling and excited to come to work. It’s also fantastic to see customers planning in-person meetings again,” says van der Molen.

Harrah’s Resort Atlantic City also debuted five new offerings that introduce a brand-new spa and four new dining, nightlife and entertainment concepts for meeting and event guests to enjoy.

For meeting attendees looking for opportunities to relax and unwind, The Spa at Harrah’s Resort offers a first-class spa experience. The sprawling spa retreat features 23 treatment rooms, including a deluxe couples suite, complete with an in-room Jacuzzi and fireplace, and a menu of customized spa and salon services, which include skincare, massage and body treatments, as well as nail care, makeup artistry and hair design.

In addition, the Lobby Bar is an ideal pre- and post-destination for an evening out at the resort with top-shelf selections, craft cocktails and over 70 variations of whiskey and spirits.

“Planners are actively sourcing meetings and we are seeing an increase in demand for groups looking to host their meetings in Atlantic City,” van der Molen says. Due to the ease of the regional accessibility of Atlantic City, there’s also interest from groups who have never considered the destination before.”

Dining & Amenities At Its Best

A key component of any meeting or event is the type of dining experiences offered. Sharing a meal is often the ideal networking opportunity, so finding memorable dining options that make an impact on attendees’ experiences is often paramount to a meeting or event’s success.

Borgata Hotel Casino & Spa boasts a handful of fine dining establishments that offer a variety of group dining options to accommodate parties with up to 70 attendees in addition to private rooms that offer added intimacy, as well as elevated personal service.

And while unique eateries certainly have put Borgata Hotel Casino & Spa on the proverbial meetings and events map in Atlantic City, the venue’s expansive meeting spaces are celebrated by many meeting and event professionals. The venue’s The Water Club, offers 18,000 sf of contemporary and inventive space, complemented with the latest technology. The Water Club is also the ideal place to dine, relax and re-energize between meetings. A full service business center is available at Borgata, perfect for last-minute needs.

Borgata’s ballroom event space offers 24 spaces to accommodate 10 to 3,500 people, including a 12,000 sf  meeting venue; three 4,500 sf meeting rooms; four 1,250 sf meeting rooms and two 550 sf boardrooms. Ideal for classes, presentations, formal dinners, receptions and shows, the Borgata’s ballroom space offers something for everyone.

For meeting and event planners looking for an oceanside experience for attendees, checkout the Ocean Casino Resort. Spanning over 20 beachfront acres on the world-famous Atlantic City Boardwalk, the resort features 1,399 guest rooms and suites; 135,000 sf of gaming entertainment; 1,937 slot machines; 125 gaming tables; 160,000 sf of meeting and convention space; 90,000 sf of unique outdoor space; several upscale dining restaurants, as well as 11 casual dining options; a 40,000 sf spa; six signature day and nightlife experiences; and a 5,000-seat concert venue.

And while Ocean Casino Resort offers amenities aplenty, one of the favorites is the venue’s Topgolf Swing Suite, which features  the ideal spot for pre- or post-conference events. A series of private bays overlook the famous boardwalk and beach below and offer arcade, video and table games. Attendees can also try their hand at the virtual putting green, as well as other fun activities.

Attendees looking for a luxe spa experience will revel in the 40,000 sf Ocean Casino Resort’s Exhale Fitness Spa, which features Atlantic City’s only coed bathhouse. They will feel brand new after recharging in the Himalayan Salt Grotto, sweating it out in the sauna or taking a dip in the heated pool.

And to further enhance guest experiences, Ocean Casino Resort reinvested about $100 million into the resort, team members and the surrounding community. The resort now also features a private luxury gaming suite, as well as a high-limit slot experience – ideal options for groups who have an interest in gaming. In addition to the enhancement of its gaming floor, the resort’s plan includes expansion of its non-gaming amenities, including pools and cabanas, beach, culinary hospitality, and entertainment experiences.

Of course, Atlantic City wouldn’t be the same without the epic Resorts Casino Hotel, which has been a long-standing venue since 1978. This world-class casino boasts a relaxed environment that keeps the focus on fun. The hotel offers exceptional meeting and events accommodations for organizations of all sizes. It has invested $125 million in renovations, including the all new state-of-the-art Resorts Conference Center, a large $25 million room renovation project. Their themed entertainment complex, Jimmy Buffett’s Margaritaville, comes with the only beach bar on the Atlantic City sand open year–round.

The new Resorts Conference Center added 12,500 sf of state-of-the-art conference space in 12 new meeting rooms. In addition, the hotel features function space that can accommodate between 10 and 1,350 guests. Over 64,000 sf of the space includes 24 meeting and event rooms, many of which have ocean views and light aplenty. C&IT

Nicole Raudabaugh (pictured), customer success manager at Meetings & Incentives Worldwide, says that a successful keynote speaker can inspire, teach and entertain all at once. Courtesy Photo

Today’s corporate meeting and events industry has grown exponentially, offering conferences, meetings, expos and events covering a wealth of topics. As such, potential attendees are expecting memorable and engaging experiences from which to choose. One key area that can capture attendees’ attention is having a meaningful, energizing keynote speaker who will make lasting impressions that resonate with attendees long after an event has concluded.

Nicole Raudabaugh, CMP, meeting planner and customer success manager at Meetings & Incentives Worldwide, points out that since recorded history, including a keynote speaker at a meeting or event has been proven to be a successful addition to any group gathering.

“A good keynote speaker can inspire, teach, and entertain all at once. Think about your favorite high school teacher,” Raudabaugh says. “Why did you like to be in their class? Likely, it was because they kept you engaged through interesting stories or new ways of looking at things. The same applies to a keynote speaker. You remember the ones that spoke a truth that resonated with you.”

Additionally, speakers who are well known and come with recognizable names or titles can bring legitimacy and recognition to an event. “A promise of an address from someone like that may encourage new attendees to sign up for your event or bring an inherent excitement for attendees who are already required to be there,” Raudabaugh says.

Heather Herrig, CMP, president & chief event strategist at Every Last Detail Events, says featuring engaging keynote speakers is always a wonderful way to bring other voices, perspectives and stories to your audience that help them connect in new and different ways to your central message and theme.

“We all want our participants to leave our meetings and events with certain feelings, motivations and ideas — an effective keynote can be the perfect complement to your content strategy, helping you achieve your overall goals,” Herrig says.

Successful keynote sessions depend on the ability of the speaker to engage and connect with the audience, says Lenny Talarico, CEO at Lenny Talarico Events. Booking a speaker who can create a sense of excitement and energy can help elevate the event and leave a lasting impression on attendees. “A keynote speaker can often move an audience by sharing their unique personal story, or by drawing upon their extensive knowledge and expertise to impart new insights and perspectives,” Talarico says. “By selecting a speaker who strikes the right tone and resonates with attendees, you can ensure your keynote session is a memorable and impactful experience.”

The Right Choice

There are several key characteristics to look for when identifying an engaging, memorable and impactful keynote speaker. First, Herrig says it is critical that the presenter’s topic align with the meeting or event’s core narrative, so the stories or messages they are sharing will resonate.

“A celebrity may seem like a flashy way to attract attendees, but if they don’t connect with the event as a whole, they won’t be as impactful. Beyond that, you want to look for a presenter with energy, charisma and an authentic desire to make a connection with your audience. If they’re engaged, your attendees will be, too,” says Herrig, whose favorite keynotes have been those who make the attendees look at something in a completely new way.

“As gifted storytellers, these presenters connected and inspired, and accordingly sparked something special in our attendees that encouraged them to act or think differently well past our event,” Herrig says. “Their energy radiated from the stage, and their love for what they were sharing was contagious.”

An engaging, memorable and impactful keynote speaker should be charismatic yet authentic. Through their storytelling ability, Talarico says they should be able to demonstrate expertise in their field or on a specific subject matter, bringing interactivity and relevance to the session.

“Speakers who are effective at incorporating authentic storytelling into their keynotes succeed in delivering sessions which leave a lasting impression on attendees,” Talarico says.

Herrig also has an example of a very poorly received keynote. “We had hired a celebrity, but it had been many years since he was in the spotlight. The name was provided to us by our meeting hosts, so we booked him. Unfortunately, the keynote did not go over well at all,” Herrig says. “He was almost unrecognizable from his days in the spotlight, and many in the audience did not know who he was. Further, there was no connection between his message or story and our conference. Definitely a shame. It’s important to consider the presenters, too, and making sure that the engagements are a valuable use of their time, so they do not feel let down by the experience.”

Strategies To Take

When it comes to finding keynote speakers, looking for a name vs. looking for content alignment is, Herrig believes, a big miss. The message has to connect with the event goals, theme and audience. In addition, you must take the time to consider how to make the most of this individual’s gifts, experiences and stories to align with what your audience wants to hear, and share that with the presenter.

“Give them every opportunity to make the most impact,” Herrig says. “Schedule a planning call to discuss and collaborate with them, and share all you can about your event and attendees.”

Talarico says the biggest mistake planners make as it relates to finding “rousing” keynote speakers is in not being open minded to those outside of a specific industry.

“Accountants, lawyers and other professionals certainly have a need for ‘industry-specific training sessions; however, when looking to discuss topics like ‘change management, employee motivation or Diversity & Inclusion,’ finding someone who has an interesting story or experience to share away from a particular discipline can lead to more successful outcomes,” Talarico says.

Event planners, and subsequently the hired keynote speakers, also have to compete with other elements at play in meetings and events. Remember that people’s attention spans are virtually gone, so without having an engaging speaker, you are going to lose your audience.

If you are using a speaker bureau, they should be asking you several questions to make sure the keynote they are proposing is a good fit overall — not only for your audience, but for your overall theme of the conference or meeting. If they are just pushing their latest and greatest, they are thinking of themselves and not of you and your needs as a planner, as well as what will work best for your attendees.

Of course, budget is also a factor. As Raudabaugh explains, the more recognizable the person, often the higher their speaking fee can be. That said, it is important to note that you don’t need a former president or industry titan to have a memorable keynote.

“Focusing on your goals and objectives of the event and ensuring your keynote’s messages align and enhance those efforts are key,” Raudabaugh says. “A keynote who is willing to customize their presentation or further emphasize certain portions of it to help you meet your goals will be a natural tie-in to your event and make it feel like a cohesive effort to the attendees.”

Raudabaugh has had the good fortune to see a number of excellent keynotes in her meeting planning career. The ones that she’s found to be the most interesting were: a person whom you know to be famous, but during their keynote, they reveal a lot more about themselves as a person and the struggles and successes they had to get where they are today in their career; and a person who you’ve never heard of before but whose personal story had unique twists and turns mixed in with the everyday mantra of one foot in front of the other.

“Each of these speaker types helps remind me of our shared humanity and how we are often stronger than we think when faced with obstacles,” Raudabaugh says.

Alternatively, she’s seen a few keynotes where they dive deep into technical, political or financial details, and her interest starts to wane.

“However, that is a purely personal opinion because I also remember a person sitting two seats away from me talking about how interesting and thought-provoking the presentation on microeconomics was,” Raudabaugh says. “Maybe I was the minority in the audience, or maybe there was a judgement error on the part of the event planning committee for picking a topic that wasn’t universal enough to the audience.”

Be sure to watch video clips of the speaker you are selecting and ask for references from organizations they’ve recently worked with. Also, Raudabaugh recommends making sure you understand what their full rider requirements are from travel and lodging accommodations to ground transportation and green room requirements.

“Ask your speaker, as part of the upfront agreement, if they’d be willing to provide pre-event marketing materials and teaser videos to help encourage excitement about their time with your audience,” Raudabaugh says.

Aligning the keynote speaker’s messaging toward the objective of the event is key. DepositPhotos.com

The Hybrid Experience

As some meetings are hybrid in format, considerations need to be made in terms of how that specific keynote will impact virtual attendees’ experience.

Herrig suggests confirming the presenter has delivered a message virtually in the past, or be prepared with the production team to coach them if needed. They should strive to connect with both the in-person audience and the virtual one, and the meeting planner must consider ways to engage both groups.

“Is there a Q&A, for example? Then, you will want to make sure you are bringing in questions from inside the room and virtually, and have the presenter address those questions in a personal way regardless of where they originated from,” Herrig says.

Without a doubt, the hybrid format of meetings and events has had an impact on speaker sessions. Talarico points out that it’s very difficult to deliver compelling focused content live over the internet when you have limited control over the attendee’s setting.

“In a live setting, you control the room, the stage, the lighting, the sound, the video, etc. While phones may ring occasionally, you don’t have kids needing to be fed, or an Amazon delivery person at the door, and it’s unlikely the dog ever barks,” Talarico says. “Determine in advance what that looks like, or the best way to deliver the content for those unable to attend in person. Perhaps it’s live or perhaps it’s recorded and available on-demand to allow the remote attendee to access it at a time most convenient and focused for them.”

Also, if you think there is a chance your event might turn from fully in-person to hybrid during the planning cycle, Raudabaugh says that would be a good thing to share with potential keynote speakers at the start of your partnership to ensure they are comfortable with that.

Additionally, be sure to think about how to engage the virtual audience of a hybrid event with the keynote speaker.

As Raudabaugh explains, you don’t want the person watching the live event remotely to feel as though they are missing out or simply watching something on TV that isn’t created specifically for them.

Ideas of how to do this include having the speaker talk directly to the virtual audience during their presentation, or posing questions to engage them and reading the responses live onstage.

“You can also consider hosting a breakout session for just the virtual audience to have one-to-one time with the keynote,” Raudabaugh says. “There are many creative ways to ensure your keynote resonates with all your attendees, be they virtual or in-person, but implementing them may take a little bit more work and forethought, so be sure to get started early.”

An Evolving Role

Keynote speakers provide valuable insights, practical advice and fresh perspectives that can help attendees stay on top of industry trends and succeed in their careers. As Talarico explains, meetings and incentive events are often geared toward creating a sense of community and shared purpose among attendees.

“A powerful keynote speaker can help foster a positive and collaborative environment,” Talarico says. “Speakers will continue to evolve as our industry and the world does to meet changing audience needs. Customization, virtual presentations, diversity and inclusion, well-being and technology are becoming increasingly important. Speakers who adapt to these trends will be able to engage and inspire attendees in impactful ways.”

As keynote speakers continue to become more technologically savvy, Raudabaugh anticipates that presentations may include more of a multimedia experience to allow attendees who learn in different styles to be as engaged as possible. Additionally, speakers may need to evolve into offering standard pre- and post-event messaging, and work to help stretch and strengthen the desired content takeaways.

“Science continues to show that learners need to hear a new topic over and over again to absorb it and this multiple touchpoint method helps that,” Raudabaugh says. “We live in an environment where attendees are used to seeing information come at them in shorter bursts of information with brain breaks in between. Perhaps, the traditional keynote of 60 or 90 minutes will start to fade in favor of shorter immersions by the speaker through the lifecycle of the event. I haven’t seen this too often yet, but it’s something for both planners and speakers to think about.” C&IT

Accommodate support animals by making sure there is a relief area nearby. DepositPhotos.com

One in four Americans has some form of disability, making those with disabilities the largest, most under-represented minority group in the country. Consumers with disabilities contribute hundreds of billions of dollars in discretionary income to the U.S. economy each year and make up the country’s third largest market segment.

“Disability rights are civil rights,” says Donna Mack, an independent accessibility consultant who works with businesses that want to grow profits and transform cultures by increasing disability access and inclusion. Mack has planned and hosted many accessible events over the years, and now empowers other organizations with the tools and systems necessary to ensure that everyone feels welcome and included in their events.

As Mack explains, the Americans with Disabilities Act (ADA) ensures that individuals with disabilities receive fair and equal access to opportunities, including most events.

“It’s honestly safe to assume that your events are all required to be ADA compliant. In the very rare instances where an event is not required to be ADA compliant, it’s still a good idea to follow Diversity, Equity and Inclusion (DEI) best practices to ensure your event appeals to the most people possible.”

Stephen Cutchins, senior product manager of accessibility at Cvent, says that live events are all about bringing people together for an incredible, shared experience. But without the right planning approach, sharing those experiences can be prohibitive and events can, inadvertently, exclude some people.

“Planners should work to ensure that everyone can have a positive, valuable experience, which is exactly why accommodating people with disabilities should not be overlooked during both the event planning and execution process,” says Cutchins, who also points out that, although the meeting and events industry still has a ways to go, more meeting and event professionals are starting to realize that they cannot overlook accessibility needs.

“An important — and legally required — aspect of that is being ADA-compliant. This means following the guidelines that are meant to protect people with disabilities from exclusion or discrimination,” Cutchins says. “Ultimately, Cvent’s mission — and the mission of our industry at large — is to bring people together. Making sure everyone feels welcomed and accommodated should always be priority No. 1.”

Steps To Take

Within the meetings industry, the most obvious focus for a planner is related to accessibility. Most venues hosting events must meet certain ADA requirements to be compliant; however, that can sometimes be a bit tricky since the regulation states when compliance is readily achievable.

It is important to make sure rooms and seating options are accessible. That includes restroom accommodation to making sure there are low chairs and tables versus seating that is pub style with stools. This type of accommodation is something which can easily be overlooked.

Even accessibility to food service needs to be analyzed. Food trucks are trendy, but not every one can easily access to window to order. Also, keep in mind many have dietary restrictions, like they are gluten free or have allergies to consider. Maybe they need to have more frequent snacks or food breaks due to a medical condition.

The good news is most hotels and other venues are ADA compliant when it comes to the physical structure. Door openings, restrooms, lodging rooms and pathways (offering elevators in addition to steps and escalators) meet ADA recommendations.

However, meeting planners still need to consider logistics. Everything from the schedule of events to the way a room is organized must be reviewed to make sure it is as accessible as possible for everyone. Is there enough time built in between events for a person with mobility restrictions to move between locations? Will pathways be unobstructed? Is there reserved seating in the front for hearing and sight impaired attendees? Have you selected activities that promote engagement from everyone? These things should be a standard part of the meeting planner checklist. Many may have a support animal with them. Is there easy access to an area for relief breaks for these animals nearby?

Also ensure signage is able to be understood by all. Those who have problems seeing might need larger or more easy to read signs with high contrast or possibly braille options. Those who have a problem hearing might need assisted listening devices or sign language interpretation.

Indeed, as a B2B accessibility consultant who is deaf, Svetlana Kouznetsova says, based on her experience, often event organizers think of ADA compliance as ensuring that events are hosted at venues that are accessible to wheelchair users but fail to consider accessibility needs of people with other disabilities, such as hearing, visual and cognitive.

“Also, just complying with ADA is not enough as needs of disabled people vary,” Kouznetsova  says. “It’s more important to focus on optimizing accessibility experience of disabled people rather than just blindly following an ADA checklist. Often laws cannot keep up with changes in times, technologies and needs of disabled people.”

Regardless of the event format (e.g., in-person, hybrid, or virtual), Cutchins says hosts, planners and partners must ensure they are building event experiences that empower all attendees to participate and derive value from attending. And that means having the right technology in place, investing in accessibility services and training support staff to accommodate guests’ needs.

“What that looks like in practice can vary, depending on the event’s size, scope and technological capabilities,” says Cutchins, who recommends the following:

For an in-person event, best practices include:

• Designing an unobstructed registration/ presentation space and having guides available to assist.
• Providing accessible check-in technology.
• Offering live manual captioning and creating accessible meeting notes.
• Providing Braille, larger print and assisted listening devices.
• Consider having a sign language interpreter present, and providing preferred seating for individuals who need sign language interpretation.
• Assisting with accessible transportation to and from the event.
• Ask about attendee needs during the registration process and contact attendees as necessary to customize their experience.

Meanwhile, a virtual or hybrid event requires its own set of planning considerations. First and foremost, planners should ensure any mobile or online content meets standards specified in the Web Content Accessibility Guidelines (WCAG). Other recommendations include:

• Offering blind and low-vision users who are unable to see visual information live or pre-recorded audio that describes the text, images, graphics, charts, animations and video that comprise the visual portion of the presentation.
• Providing participants with a variety of meeting connection methods (computer, app, telephone) to maximize accessibility and choice for participants with disabilities.
• Providing window-in-window sign interpretation and captioning on all video content.
• Building accessibility features and reminders for planners directly into the event technology software (e.g., maintaining proper color contrast, adding alt text to images).

Budget enough time for those with mobility restrictions to move between locations. DepositPhotos.com

ADA Management Tips

Kouznetsova says that event organizers need to consider accessibility — not just of their venue, but also of the event website, social media, emails and recordings.

“Often, they focus on ensuring that physical venues are accessible but forget to ensure that online components are also accessible,” Kouznetsova says. “Disabled people cannot sign up for an event if an online form is inaccessible and cannot enjoy recordings if they are not professionally captioned, for example.”

And it’s important to remember that planners aren’t doing this alone. There’s an entire events ecosystem that can help planners deliver more accessible experiences.

“For example, choosing a technology partner that values (and facilitates) accessibility through their platform can help planners stay ADA-compliant,” Cutchins says. Companies can claim they are accessible, when in reality, they might not be. So, look for technology companies that leverage outside companies to evaluate their accessibility and inclusion efforts through robust reviews and accreditations.” Cvent, for example, enlists an independent third-party firm to analyze its technology performance to ensure alignment with accepted accessibility standards and Voluntary Product Accessibility Template (VPAT) — which outlines how a certain technology product or service is accessible to people with disabilities.

Cutchins points out that planners can also look to resources — like ADA.gov — that provide guidance on regulatory requirements, as well as helpful recommendations. Although of technical nature, planners can also refer to Web Content Accessibility Guidelines (WCAG), which provides an internationally recognized standard for software products, although most are reliant on the software platform itself.

“Finally, for in-person events, work with your venue contact to ensure the experience will be welcoming for all,” Cutchins says.

Challenges Aplenty

The biggest challenge planners face when addressing issues with ADA compliance is a lack of awareness. The best way to overcome this is to first educate yourself on what the ADA law states and then review the venue, the event program and all activities through that lens, ensuring any proposed direction adheres to the guidelines. This will safeguard a compliant and enjoyable experience for all involved.

Due to the complexity of the ADA environment, it is easy for meeting planners to make some simple mistakes. One common mistake planners make regarding ADA compliance is not focusing on the specific needs and where to find the best options to resolve any noncompliance concerns.

Whenever possible, ask attendees in advance during the registration process if they have special needs and be sure to pay attention to responses. You may need to bring in an interpreter, CART (computer aided real-time transcription) provider or mobility guide, or offer accommodations for the attendee to bring their own. Planners can better meet their attendees needs by understanding in advance what to expect. That includes having emergency plans in place to address ADA needs, which is something that should be addressed with security. If there is a fire or fire drill, for instance, certain people may need assistance to exit the building expeditiously. They may not be able to take the stairs, for instance. This type of situation is just one example.

Often event planners also think about accessibility close to the event or during an event, which is a common mistake. They also treat accessibility as an afterthought or something that can be done easily or for free.

“Accessibility is a cost of doing the business and needs to be treated just like any other business operations,” Kouznetsova says. “Event organizers need to think about accessibility as soon as they start planning an event and to engage an accessibility consultant that can help them coordinate all many moving parts.”

What’s more, planners should keep in mind that no two disabled people experience their disability in exactly the same way. That’s why Cutchins says engaging directly with attendees to see how their needs can best be accommodated (before, during, and after the event) can mitigate confusion or frustration and ensure everyone is on the same page. For example, in pre-event surveys, make sure to ask attendees about any special needs or requests they might have and follow up with those concerns thoughtfully and directly.

“Also, for software partners, the role technology plays in the meetings and events industry is critical, and its outsized importance in ensuring accessibility cannot be overlooked,” Cutchins says. For example, Cvent recently launched an online training program that is a core component of its internal certification and teaches the company’s software engineers how to think about accessibility as they build event solutions.

“This is valuable because engineers who are building these solutions should not only be aware of accessibility requirements but also be properly trained,” Cutchins says.

To streamline the process, Mack recommends making a list of various types of disabilities. In selecting a venue, look at your choices to determine the availability of public or accessible transportation to and from the venue, as well as the level of accessibility of the venue itself.

“Keep pre- and post-conference gatherings in mind when applicable. Go over your event checklist from start to finish (including website, registration and programming) and consider how members of each of the disability groups you’ve listed will engage with the physical environment, website, registration, programming, food and beverages, emergency preparedness etc. from your event checklist,” Mack says.

ADA Compliance in the Virtual World

Virtual meetings and events are delivered on a medium that already lends itself to a more inclusive experience. As Herb Werth, chief product officer at OpenExchange, a virtual meetings platform, explains, individuals who can’t travel are able to join a meeting or event and feel welcomed, live transcription services are available for video, and video quality and production has improved for a no hassle, seamless connection.

“Today, we can do things on the web that are far more challenging to support in-person. By making your meetings more accessible, you are making a statement about your commitment to inclusion,” Werth says.

When orchestrating an ADA-compliance virtual experience, Werth says it’s important to consider the entire experience, from announcement through registration and, of course, the experience on the day of the event because attendees will be on that complete journey with you.

“Offering participants an easy-to-navigate platform is part of the inclusivity that is in the spirit of being ADA-compliant,” Werth says. “Organizers should strive for creating an environment that makes participants feel welcome at every step of the journey.”

What exactly does that look like? Virtual lends itself to being a more inclusive environment because you can use technology to eliminate some of the communication barriers that limit the accessibility of in-person events. For example, virtual events can utilize real-time transcription tools for attendees with hearing disabilities.

“It’s important to remember that virtual meetings aren’t one size fits all — a lot more goes into planning successful virtual meetings and events than meets the eye,” Werth says. And while being compliant is certainly a desired outcome, assessing the overall utility and usability of the event’s virtual interface is a way to ensure that you’re not only meeting the standard but also providing an outstanding experience for your audience.

Making virtual events more inclusive and accessible is going to continue to evolve and new guidelines and standards will emerge. This is evidenced by the active work being done by the World Wide Web Consortium (W3C) Web Accessibility Initiative (WAI). As Werth explains, this community is working to update the Web Content Accessibility Guidelines (WCAG) and expects to publish a new version later this year.

“Plus, additional work is being done on a new standard, which will include guidance related to more needs, including the needs of people with cognitive disabilities,” Werth says.

An Evolving Process

It is important to always keep up-to-date on protocols and procedures when it comes to being ADA compliant. The ADA National Network can help identify resources and provide access to other people who have had success in implementing appropriate measures to keep compliant. Federal and state government agencies are the best resource for publications and training.

Taking steps to ensure your event is the most inclusive it can be will make for a more comfortable environment for attendees of all types, and lead to those who need accommodations feeling welcomed and wanting to return to other events in the future more readily. C&IT

It is important to know what type of multilingual considerations need to be put in place prior to your meeting. Courtesy of Nikki Yep

The American melting pot consists of many ingredients. It’s what gives our nation depth, character and diversity. According to the Brookings Institute, studies indicate the annual population changes by race and ethnicity since 2016 show that the nation’s white population dropped in size. Thus, all of the U.S. population growth from 2016 to 2020 comes from gains in people of color. And the number of ethnic Americans will eventually represent the majority of the U.S. population. Despite this fact, some meeting planners continue to use a homogeneous approach to meetings and events while others are jumping on the proverbial “multicultural bandwagon.” But with so many different kinds of people boasting multicultural backgrounds and languages – corporate meeting and event planners need to incorporate multilingual elements into today’s meetings and events to establish an inclusive element to corporate gatherings.

“The world is getting smaller. Virtual options are allowing the world to collaborate more and more, crossing time zones, borders and even language barriers,” says Nikki Yep, chief operating officer and meeting planner at Event Solutions. “Effective communication and inclusion are two of the most important elements of today’s meetings and events. Meetings are especially important to have effective communication to ensure the goals are accomplished.”

There are key multilingual components that need to be included in all types of meetings and events. For example, as with all events, Yep and the team of meeting planners at Event Solutions first establish what multicultural attendees’ needs are. How many people need translator services and to what degree? What languages need to be included? Should all printed and online materials be translated? During Event Solutions’ recent Access Asia event, guests from all over the world required multiple translators for different languages. Specifically over 300 attendees from across the globe gathered at Pacific Palms Hotel in the City of Industry, CA.

“To keep the communication clear, we provided headsets. Translators worked from booths during the presentations and then were assigned to individuals during the breakout,” Yep says. “Signage was also provided in multiple languages to ensure that we provided an inclusive space for all guests.”

Cindy Lo, meeting planner and CEO of Red Velvet, says if you want to be more inclusive, you do need to offer either live translation or over-communicate what language(s) the sessions will be given in.

“Yes, it’s true that the default is English but I have been to American-company hosted events in other parts of the world where the attendees mostly do not speak English so it’s imperative to have a plan that works for these non-native English speakers,” Lo says. “And beyond language, I also would encourage the hard-of-hearing and blind.” Indeed, more and more planners are incorporating translation services for those who are unable to hear as well as accommodations for those with sight issues.

If you know in advance that your audience is a pretty evenly divided between native Spanish-speakers and English-speakers, Lo suggests proactively translating website, registration materials and any handouts/slides to both languages. She would then also have all of the sessions clearly marked on the agenda if they will be spoken in English, Spanish or even both.

“Incorporating multilingual components sets the foundation for a culture of inclusivity at the event, making those who speak different languages feel valued and welcome and encourages participation and collaboration among attendees,” says Sarah Buchbinder, meeting group broker at Meetings Made Easy. “It also reduces the possibilities of echo chambers and opens the dialogue to a more diverse set of contributions and feedback. You get what you give — by putting your message out to people of other languages and cultures, you’re going to get a wider range of input. The more diverse your attendees, the more distinct contributions you’ll receive.”

Buchbinder worked on a pharmaceutical event in Costa Rica, discussing use cases of a new treatment and how to focus it on where it’s most needed. The speakers included those who spoke English, Spanish and Portuguese.

“We had real-time interpreters in phone-booth-sized glass boxes in the rear of the room and I specifically remember one of the Spanish-Portuguese interpreters gesturing wildly and passionately during the speeches,” Buchbinder says. At the end of the meeting when the attendees were returning their headsets, so many commented about how engaging and captivating the presentation was because of this interpreter, and requested her contact information for their future events. What could have been a lost opportunity to reach these attendees, had there not been real-time translation, instead created a community even more engaged and committed.

Providing headphones that translate into your attendees’ native language is important for effective communication. Courtesy of Nikki Yep

Lost In Translation

The challenges of properly managed multilingual components of corporate events that may have attendees from many locations, who speak different languages, are certainly broad. The good news is that incorporating multilingual considerations is easier than it looks — and not always an expensive proposition.

To avoid embarrassing mistakes or potentially improper translation issues, Buchbinder stresses that meeting planners or their team members shouldn’t try to translate meeting components themselves. Rather, hire local translators because they are not only translating the content but the culture as well.

“There’s a reason the phrase ‘lost in translation’ exists, because you’re not just translating words, you’re interpreting a message,” Buchbinder says. “And being aware of cultural intricacies of the language and local interpretations can protect you from embarrassment or worse, misconceived messages. If you need examples of how this can go horribly wrong, just look at how Nikita Khrushchev almost started World War III, when Jimmy Carter expressed his ‘carnal desires’ for the Polish people [rather than what he meant – that he was happy to be in Poland], or more recently when Justin Trudeau mistakenly praised the ‘railroad stations in Motorola’ [due to speech recognition errors].”

Other translation tips that Buchbinder recommends include:

• Give your interpreters access to the speeches and topics with as much lead time as you can … First, for them to learn any industry or topic-specific verbiage, and second, to be able to review their interpretations and clarify any unclear idioms, phrases and messages. “While someone may be able to speak about their heart in French, they may not be familiar with the medical terminology surrounding a thoracic aortic dissection repair,” Buchbinder says.
• Hire registration and hospitality/information desk staff that are multilingual in as many of the languages of your attendees as you can. Having somewhere for an attendee to reach out to when they have questions will immediately make them feel like a valued guest and encourage their participation. Buchbinder studied to become fluent in Spanish and Portuguese, and it has proven invaluable when she is working onsite at a meeting to be able to assist a wider contingent of attendees, and communicate with local staff.
• Utilize a way to show what languages people speak when meeting others – what about lapel pins, ribbons, or even flags or colors on their name badges. This will not only foster networking but also acts as a conversations starter when meeting someone new.
• Incorporate translations both audially and visually using subtitles on presentations whenever possible.

Yep agrees that planners should consider the potential of content being lost in translation. If possible, she says it is a best practice to give the translator a script so they are aware of terms.

“If you forecast complicated terms and ideas, it is helpful to print out one sheet for guests so they can see the takeaway points in their native language,” Yep says.

Also, don’t make assumptions that everyone speaks the same language. When in doubt, ask.

Having legible signage in multiple languages is important. Courtesy of Nikki Yep

“Some people are able to understand written but struggle with speech. Some can understand spoken but struggle to speak the language themselves. Everyone benefits from effective communication, so it is well worth the consideration and effort,” Yep says.

Besides added costs being the biggest hurdle for most planning organizations (especially right now when companies are looking at every line item of the budget to cut), Lo suggests investing in a live translator vs. someone that will translate writing only.

“As far as mistakes to avoid as it relates to translation, the planner may not be sensitive to cultural differences and nuances in the language, or opt for low-quality or inaccessible translation services,” Buchbinder says. “If you’ve ever put something in Google translate and then tried to translate in a few different languages and then back to English, you’ll see why this is a bad idea.”

Also, not testing the audio equipment beforehand or not giving enough instruction in how to utilize it is a common mistake. Another is not communicating to attendees beforehand that there will be translation services or that there will be multilingual content. “You may lose attendees before you start if they don’t know they are going to be able to be understood,” Buchbinder says.

“And be sure to cover slang, as that has hurt us in the past. Something that is usually common slang in American English is considered offensive in some other languages,” Lo says.

Globalization Means Translation

The multicultural meetings and events attendee is becoming the mainstream attendee. As demographics in the U.S. continue to shift to make way for a new “minority majority,” multilingual experiences within the realm of meetings and events will continue to become more mainstream and reflect those in the rest of the world. As ethnic Americans quickly become a significant population segment, many meeting planners are realizing that the “one size fits all” technique for the events industry simply doesn’t work.

What’s more, with the rebound of meetings since the COVID pandemic and companies looking to globalize even more than before, multilingual considerations at meetings and events is paramount. Plus, as Buchbinder explains, the COVID-19 pandemic has accelerated the adoption of virtual and hybrid events, and increased the access to tools available to facilitate multilingual programs.

“These tools have become more cohesive and cost effective, giving planners more opportunity to reach a wider audience and have more successfully inclusive attendee experiences at their events,” Buchbinder says.

Lo is hoping one day, since most attendees have smart phones, that they can easily plug in a headset that takes the on-stage speaker’s amplified voice and automatically translate to the attendee’s preferred language.

“This would be the ideal situation – that way everyone can get the talk in their preferred native tongue and we don’t have to worry about noise pollution since everyone is able to tune into their own ‘frequency’ on their smart phone,” Lo says. “I think we’re very close to this type of solution as I already got to beta test something.” C&IT

Because of the importance of audiovisual elements at meetings, AV and production budgets are less likely to be cut. Courtesy of Encore

Budgeting for the audiovisual costs of a meeting can be as nuanced as pricing a meeting’s food and beverage package. There is often a menu of equipment and setup options alongside other integral cost decisions, which range from whether to use an in-house or external AV company to whether to invest in extras, such as an LED wall.

The importance of AV for a meeting scores high among planners, according to a recent study by Encore, which is the industry’s largest in-house AV company. Encore’s Spring Planner Pulse, based on input from some 2,000 meeting professionals in the U.S. and Canada, showed that three-quarters of planners intend to spend the same or more on their events in 2023 as compared to 2022, with a range of $5k to $50k in their budgets for AV. According to the study, planners list AV along with transportation, speakers and production, as areas where they are less likely to make a cut if an overall budget needs trimming.

“For those who are working to balance their budget and are looking for ways to extend the ROI, AV and production we have seen are less likely to be reduced due to the necessity of having meeting content produced and executed well,” says Tara Higgins, president of Hargrove and SVP of Commercial for Encore.

AV is a top priority for Katie Bohrer, CMP, Chief Experience Officer at Onwardly, who plans both corporate and incentive meetings and events. “I tend to produce pretty content-heavy events, and audiovisual is a huge part of that,” Bohrer says. “If you can’t hear or see or understand the messages being delivered, then it’s all for naught. So, it’s a big area that we invest in.”

One of Bohrer’s first strategies for budgeting for a meeting is to meet with somebody from the in-house AV team on her site visits, even before the contracting phase. “Audiovisual sometimes is treated as an afterthought. Planners often go on site at properties and look at venue prices and room rates, but the actual cost of AV and how that gets filtered is normally not discussed or considered until after the venue is selected.”

Encore also emphasizes bringing AV in early in the budgeting and planning process. Higgins suggests planners come to the table with a list of event objectives rather than a list of products. “Let your partner be a consultant on how to achieve your goals within your budget.” Proper forward planning with the help of an AV company is also a key to achieving a planners’ goals while staying within budget, according to Higgins, including provisions for whether an event audience size grows, or whether additional elements will be added that require different technology and production.

It also allows them to understand a planner’s desired outcome so they can advise where to spend and where to save. For example, Encore had a request for an LED wall that was not possible due to its weight for the room it would be in and the size of the back screen. Instead, they used stacked projectors — a substitute that was cheaper, lighter, easier to install in a short time frame and offered the same effects as LED.

“I feel our AV partners have become more adept at being experienced designers as well, so we use them the same way you would customize a menu with a chef to create what you want,” Bohrer says. “I treat strong AV teams, especially for bigger events, as a partner allowing them to collaborate, asking them what works well in their space.”

According to Katie Bohrer, CMP, chief experience officer at Onwardly, lighting for events can come with extra costs depending on the venue. DepositPhotos.com

In-House vs. External AV Providers

One of the first decisions in the AV selection process is choosing whether to use the hotel or venue’s in-house AV team or hire an external AV vendor. Some hotel contracts mandate the use of the in-house AV team and either prohibit or charge extra for the planner to hire their own provider. Knowing the restrictions ahead of time can help in the negotiating process.

The benefits of an in-house production team like Encore includes the up-front investment the company has made at the venue for items, such as rigging points, integrated house equipment and digital signage. Many of the pieces are already in place, rather than when bringing in an outside company.

But Sara Ross, CMP, Senior Director, Event Operations at 1105 Media, warns there can be additional service charges and taxes slapped on by a hotel that is not reflected in the quote from an in-house AV provider. She recalls for one meeting being quoted $47,000 in AV costs only to find out that, after taxes and fees from the venue, the final bill was closer to $70,000. “I think planners have been upset to be presented with the final bill, and it’s 35% more than they thought it was going to be,” Ross says. “I argued with the provider when that happened, and they [said], ‘Well that’s not our tax.’ But, that is still is the final cost to me. I can’t get around the service charge and tax from the [venue], so you should include that.”

Instead, Ross, who spends from 15 to 20% of her overall budget on AV, prefers to work with an external team who travels to her events, despite the added cost for transportation and accommodation. “They come to all my events, and my speakers know who they are; it’s reassuring to our speakers.”

For venues that require union labor, Ross brings in her own supervisor. “We were just in Las Vegas, and we had to use union labor at all of our breakouts but baked into my hotel contract was bringing my own supervisor.” She also advises for those hiring equipment from in-house or external vendors to be ready to negotiate. “When you get quotes back from different AV providers, they all quote different projectors and different microphones, so it’s very difficult to compare apples to apples, but there’s a ton of padding on pricing. If you press the slightest bit, you’ll be amazed that suddenly the price drops.”

Having her own team can save money in the long run. “I can go up to my supervisor 30 minutes before a session starts and say, ‘Hey, my boss just says he wants that session’s audio recorded so editors can write a story about it.’ And he’s says, ‘Okay.’  He’s not going to charge an extra $200 or $1,500 on an invoice and say, ‘Hey, you added this on site.’”

Bohrer also uses external companies for certain situations. “If I have a super complex program from an AV level, with lots of presentations, lots of walk ups and walk downs and lots of different speakers, I want somebody who can be a producer on that with me. A lot of times an external production company is going to offer a producer to manage that piece the same way somebody would manage food and beverage.”

She often opts for a hybrid approach using external companies for producing the content while sticking with local teams for items such as equipment rental to save on costs. “I have found that in-house is willing to work with me so I can bring in my own positions but then we use all their equipment, all their local labor for setup and teardown. Also, tracking gear city to city is not normally the most cost-efficient way to do AV,” she says.

Bohrer has also incurred issues with consistency of expertise for AV personnel, especially at in-house companies. She recalls a 50-person event that her company hosted that required very minimal AV, although there were many speakers, audio cues and specific walkout songs. “Normally, I would expect a team to be able to handle that, but this team was really junior and green, and it ended up being something that I had to dedicate one of my planning team members to.”

Challenges When Budgeting for AV

One impediment to forward-planning for AV is the current trend of a short planning window in the industry. The time crunch is proving a challenge even for a large in-house AV provider like Encore, which has the most equipment inventory in the country. The reduced amount of time that planners are scheduling meetings makes it more difficult to source equipment for special requests, such as an LED wall, a trending feature currently in high demand. Requesting equipment, a month or even six weeks out, can potentially drive-up costs if a provider needs to rent equipment or substitute for what is available.

There are general cost-saving measures that planners can follow for AV. One suggestion from Encore is to inquire whether it’s possible to piggyback on a prior event to save costs; for example, bringing in incentive groups to the same location, which can save on setup, breakdown and labor. Also checking on the timing to save on labor, such as not setting up a meeting that will require loading in on holidays or weekends.

One thing she does is trying to figure out what setup the group before or after is using, and seeing if they can use that same setup from an AV perspective so that the team can minimize labor costs. Bohrer explains, “So, if you asked for two screens that were a certain size and the group before is using a larger screen, can they go ahead and put that in for your room? Would that save everybody money and time? I think it is on the AV team to take a look at that and make suggestions to planners, but I always try to ask as well.”

For costs savings, Encore also suggests building sets with modular, sustainable rentable equipment versus custom builds. Planners can access self-serve content templates, such as Encore’s Event Now, an online portal for ordering equipment and more. The option can be used for meetings that need creative impact but don’t require custom content creation.

What Are Some Hidden Costs?

Labor costs can vary from city to city, which can affect staffing decisions by planners. “I look at whether it is a union city,” Bohrer says. “What does labor look like if I bring in outside partners? Are there additional costs for that?”

One of the biggest meeting costs for Ross is labor, which she also notes can vary depending on location. “Even at a non-union property, labor costs are probably about 40% of the bill. And if it’s union, it’s probably 50% to 60% of the bill. In union towns, they usually more heavily discount the equipment because they can’t discount the labor.”

Hybrid events can come with more costs than planners might expect. The on-site AV equipment will likely differ from the remote AV equipment and there will be more labor and setup costs.

“Recording and/or streaming gets very expensive because it’s challenging to record or stream without having a tech in the room,” Ross says. Her events normally include from four to six breakout rooms with simultaneous sessions. “When you’re recording or streaming you have to have somebody in that room the whole time; plus, the additional equipment and the additional internet bandwidth for streaming and all of that. The costs quickly become challenging.”

Bohrer agrees that virtual elements can have prohibitive costs, such as the warehousing of the recorded content, the storage for all the files and the cost of a firewall or other privacy protection strategies. “The cost can quickly become burdensome.”

Some meetings, especially in the tech field, can run up costs when all attendees are on computers simultaneously. Extra costs can include the need for power for some 500 attendees. “That’s a labor cost that’s going to hit your AV line,” Bohrer says. “If you don’t have those power lines, that’s something that you’re going to have to invest in.”

According to Bohrer, lighting for events can come with extra costs depending on the venue. Many events are held at non-traditional venues, such as beach dinners, lawn receptions or poolside parties – spaces that don’t have built in lighting. “That’s a huge thing to think about. If you do market lights one night and the next night you do moving lights or Airstars (balloon lights), that really changes how that space transforms,” she says.

Bohrer even focuses on lighting in her more traditional venues, investing more in her budget than many planners. “I use lighting to really transform spaces. You can create something so different in the exact same space from day to day. How do we want to actually transform these rooms for dinners or receptions? How do we make them really special? Lighting is the best way to do that.”

Insider Tips

One of Ross’ strategies for smooth production is to feed the AV techs during lunches, even if they have per diems, so they can be on-call when speakers are setting up their presentations. “A lot of meeting planners have the attitude that I’ve already paid for their meals, so they’re not included and I’m not going to feed them. But, I don’t want them leaving to get lunch and then a presenter wants to do a render during the lunch break, and I can’t find anybody to help them. If they’re all sitting at one of my banquet tables eating, I can just walk over and one of them will get up and go help.”

Bohrer’s tip is to be aware that there are potential hidden costs for events surrounding entertainment. “My advice is to make sure you know what your entertainment riders are going to be and price that appropriately. If you’re bringing in a big name musician or a great DJ, they’re going to have a more complex production rider for what you need to provide. That’s sometimes an afterthought – you think about lighting and a sound system, but you don’t think about the fact that, if you’re bringing a band, they’re probably not going to bring their own instruments. In the budgeting process, find out what is expected and making sure there’s a line item for that.”

Still, the biggest tip from all sides is to include AV as early in the process as possible. “I do think that the AV space has upped their game to be more like experienced partners,” Bohrer says. “They’ve offered a lot more creativity and input to the design. They are less like order takers and more like true collaborators to create what you want.” C&IT

Hailed as the world’s leading business strategist, award-winning expert witness, strategic consultant and professional speaker, Scott Steinberg is among today’s best-known trends experts and futurists, and the bestselling author of “Think Like a Futurist;” “Make Change Work for You: 10 Ways to Future-Proof Yourself, Fearlessly Innovate, and Succeed Despite Uncertainty;” and “Fast >> Forward: How to Turbo-Charge Business, Sales, and Career Growth.” The president and CEO of BIZDEV: The International Association for Business Development and Strategic Partnerships, his website is FuturistsSpeakers.com.

At a time when many organizations are calling for employees to return to the office, even as numerous meeting and events professionals continue to work remotely, it begs the question: What will the future of work hold? Despite growing calls for workers to switch back to on-site setups, we’d argue that answers clearly lie in more hybrid and digital solutions — and new approaches to both working models and setups.

To put things in perspective: According to the Society for HR Management, half of workers want their next position to be a remote one — a figure that’s only expected to grow. Asked if they’d like to work remotely at least part time, 97% of employees also said yes — and 7 in 10 say their companies already offer at least part-time remote work options at present. From McKinsey to Gallup, poll after poll from leading researchers continues to send a clear message: Working professionals are increasingly embracing the concept of flexwork and only want more of it.

In effect, despite myriad MICE industry employers’ growing desire to bring employees back to the office, the genie is out of the bottle, and isn’t going back in. Thanks to rapid-fire advances in technology made over the past two years, it’s clear that the future of work will be more remote, hybrid and digital. But while job postings have returned to — or in some cases are exceeding — pre-pandemic levels, continuing labor shortages may see over 85 million positions go unfilled by 2030, costing organizations as much as $8.5 trillion. Faced with growing hiring constraints, meeting and events industry leaders have no choice but  to give their HR and workforce management strategies a next-gen upgrade.

What does this mean in practical terms for MICE industry executives, however? On the one hand, it’s important to consider that human capital will be just as important to manage as any asset on your balance sheet going forward. It also means that, in addition to investing in areas like research, development and operational planning, it’s going to be critical to invest equally heavily in workforce-related training, education and support in the years ahead. Likewise, you’ll further want to think about how to offer workers more flexible work opportunities, working models and benefits that are better tailored to their individual needs, career goals and lifestyles in coming months.

From an operating standpoint, it additionally means having to invest in and put new tools, technologies and operating strategies in place that make it easier for your staff to connect, collaborate and build shared cultural understanding. Likewise, with game-changing innovations like AI and machine learning now gaining in prominence and prevalence, it’s clear that anything that can easily be automated will in coming months. In effect, technology and communications tools continue to make exponential advancements — our operating strategies will have to shift equally pronouncedly to be more adaptable and keep up.

Note that when we speak about the future, we often talk about a “new normal.” Rather, as we note in new print-and-play boardgame The Future is Yours (which teaches how to adapt to new trends and technologies), at the pace we’re moving these days, we should be thinking about the “next” normal — and you can bet that several of these “next normal” states or operating conditions are about to come on fast and furious. This means that your meeting and event industry firm’s talent, workforce management and operating strategies should be designed to be more adaptable from top to bottom — noting that flexibility, in effect, is the essence of future-proofing.

As you start to reexamine what the future of work looks like for your organization, focusing on four key areas of strategic thinking can help guide your planning efforts:

Vision

Establishing a more future-focused and flexible plan for how your organization will work and operate in an unpredictable business environment … and challenging your firm to adopt evolving workforce strategies that better align with its forward-looking business strategies.

Productivity

Reconsidering your fundamental approach to workforce management and engagement given new working models — and contemplating how to best leverage technology and connectivity to optimize employee empowerment, support and productivity, whatever circumstances that you and your staff may be asked to operate under going forward.

Culture

Embracing greater diversity and inclusion at every turn, actively seeking out fresh insights and perspectives, and studiously working to bring non-traditional voices (e.g. those of younger generations, outside thought leaders, etc.) to the table to help drive added engagement and innovation.

Oversight

Working to build strong, resilient and accountable cultures and preparing your organization to adapt to growing workforce issue complexity and the growing demands of regulatory compliance and oversight.

As you can see, there will be no one-size-fits-all solution to working models and setups going forward. At the same time, redesigning meeting and events firms’ working solutions and strategies to be more flexible and resilient will also be key to planning for tomorrow. Thankfully, by taking the time out to rethink how you engage, empower and interface with your employees today, you’ll be far better equipped to deal with the organizational demands of tomorrow. C&IT

Karen Tiber Leland is the founder of Sterling Marketing Group, a branding and marketing strategy and implementation firm specializing in personal, business and CEO branding. She is the bestselling author of 13 traditionally published books, which have sold more than 500,000 copies, including “The Brand Mapping Strategy: Design, Build and Accelerate Your Brand.”

In the world of meeting planning, the competition for attention and engagement has reached unprecedented levels, thanks to the rapid rise of AI technology. To stay ahead and stand out from the crowd, meeting planners must ensure that their personal and business brands are AI-ready.

In today’s AI-driven digital landscape, brands that lack online discoverability, credibility and relatability are at a severe disadvantage. Any meeting planner who neglects to prepare their brand for the coming AI wave is in a dangerous position.

One reason why is that AI language models, such as the widely popular ChatGPT, rely on vast datasets of text from the internet to learn and generate responses. You must make sure that Google knows who you are and what your company is about across the net. Without online discoverability, credibility and relatability, you simply cannot compete.

I recently asked AI about a few new clients who were in the meeting planning space. Because these people had very little online presence, the response from AI was, “I don’t have enough information to provide an accurate response” or “I’m sorry, I don’t know much about this person.”

To build thought leadership, attract attendees and speakers, sell your services, recruit talent or engage potential clients, being on the radar is crucial. Not being discoverable in the AI-driven landscape carries a significant opportunity cost.

The following seven essential – yet straightforward steps can help prepare your personal and business brands for AI:

Embrace AI Education and Experimentation

Avoiding AI will only lead to falling behind. Take advantage of the abundant online resources and start experimenting to understand how AI can work for your personal and business brands.

Develop a Parallel Personal Brand

Research shows that 82% of all Americans (88% of Older Millennials) believe that companies are more influential when their CEOs and executives have personal brands. Acknowledge the need to create a parallel brand and realize that you already have one — it’s a matter of whether you want your brand to be defined by default or design.

Consistently Produce High-Quality Online Content

As AI models advance, they can better understand and generate relevant responses. Ensure that your content is visible on search engines like Google and considered an authoritative source. This can be achieved through articles, blog posts, podcasts, media interviews, social media posts, videos and more.

Understand Your Target Audience

Gain insights into your target audience’s concerns and preferences to create brand messaging and content that resonates with them. AI can help you gather data and understand what your audience wants and needs.

Monitor Your Online Reputation

In today’s interconnected world, keeping track of your online mentions, who mentions you, and what is being said is crucial. Utilize AI-powered online reputation management tools to stay on top of your personal and business brands, and address any issues promptly.

Refocus Your Social Media Strategy

A strong social media presence is essential for building your brand. However, many companies make the mistake of focusing too much on themselves. Flip the focus by ensuring that 80% of your posts revolve around keywords, industry topics, trends, customer interests and thought leadership. Use the remaining 20% to showcase your company.

 Establish Yourself as an Authority

To be seen as an authority, you must publish content. Leland suggests writing at least one long-form (600-1000 words) social media or blog post per month as a minimum.

Remember, with competition for attention and engagement at unprecedented levels, meeting planners must ensure their personal and business brands shine in the digital landscape. Without online discoverability, credibility, and relatability, you risk being left behind in the wake of the AI wave.  C&IT

Hailed as the world’s leading business strategist, award-winning expert witness, strategic consultant and professional speaker, Scott Steinberg is among today’s best-known trends experts and futurists, and the bestselling author of “Think Like a Futurist;” “Make Change Work for You: 10 Ways to Future-Proof Yourself, Fearlessly Innovate, and Succeed Despite Uncertainty;” and “Fast >> Forward: How to Turbo-Charge Business, Sales, and Career Growth.” The president and CEO of BIZDEV: The International Association for Business Development and Strategic Partnerships, his website is FuturistsSpeakers.com.

Attention, meeting and event industry execs: Unsurprisingly in an age of greater equity, scrutiny and personal awareness, four in five workers now want to work for firms that make diversity, equity and inclusion a priority. What’s more, a whopping 90% are fully on-board with and committed to promoting the cause of DEI in the workplace. Keeping this in mind, it bears reminding that creating happier, more inclusive and equitable companies is often a systemic challenge though, with effecting positive change here requiring MICE industry leaders to rethink the fundamental way that businesses operate from three dimensions: Workplace, workforce and working model. That said, with 75% of workplace leaders now measuring success in terms of employee satisfaction, it’s clear that it’s a challenge we must rise to as meeting and event industry professionals as we work to create more equitable and diverse workspaces.

Championing DEI

An important point to also keep in mind here, however: As we note in new book FUN AT WORK, the idea of “diversity” doesn’t always describe something immediately visible to the naked eye, e.g. in the form of age, race or gender. To be successful leaders in tomorrow’s working world, we must also actively work to promote diversity of thought, opinion and perspective in our businesses if we hope to be successful. As MICE industry leaders are often all-too-aware, when groupthink takes hold, you can’t give your best efforts in terms of creativity or innovation, or consistently ensure that your people are bringing their best ideas are to the table. To ensure that you’re championing the cause of DEI in your office, this means having to ensure that everyone on your team has the support and backing they need to routinely speak up, take action and give their best efforts under any working conditions Likewise, you’ve also got to ensure that all team members are engaged, enjoy a positive experience, and that you’re providing platforms, processes and safe, welcoming environments that invite them to speak up and make their voices heard at all turns.

Of course, that’s easier said than done in a time of hybrid and remote working models, which can often add further hiccups when managers are working to creating a productive working environment. For example, finding ways to make sure that both remote and in-office workers feel equally valued and appreciated, that consistent HR policies and procedures are applied, and that you’re observing proper safety protocols on-site are no small tasks. Likewise, finding ways to address proximity bias (which occurs when individuals tend to assign more opportunities, import and projects to the people physically closest to them vs. those out of sight) is also paramount. As a meetings industry executive, that means having to promote constant and up-front communications amongst your team, and utilize a host of soft skills and talents as a business leader such as active listening, emotional intelligence and empathy when managing people.

Nurturing the Next Generation

Nurturing tomorrow’s leaders, especially those who hail from younger generations, such as Millennials and Gen Zers, also requires having to actively think about how their needs are changing. For example, these generations may prioritize access to more mentorship and learning opportunities, or more flexible working setups and models, as compared to older staffers. From considering how you design individualized workplace perks to providing customized benefits and learning allowances, meeting younger hires’ needs often requires a fundamental rethinking of traditional HR models. Moreover, it also means having to be more empathetic and understanding, and striving to better align policies, procedures and perks with employees’ fast-changing priorities.

As a friendly reminder, today’s workforce is more diverse, well-educated and multi-generational than ever – and wields more power than ever in an increasingly tough hiring market. If you want to design a workplace that appeals to meeting and event pros of all stripes, it means that you’ll have to not only be more flexible, adaptable and open-minded as an executive leader. It also means that you’ll additionally have to actively work to encourage inclusivity, creativity and employee engagement at every turn. Noting this, working to champion a more diverse, equitable and inclusive culture will only be part and parcel with successfully adapting to tomorrow’s business world. Moreover, it’s a task that no one MICE industry pro, however brilliant or talented, can succeed in alone. Noting this, once again, the one way forward is together – time and again you’ll find in coming years that it’s imperative to consistently and confidently bring others with different voices, perspectives and backgrounds to the table.  C&IT

Gary Harpst is the author of “Built to Beat Chaos: Biblical Wisdom for Leading Yourself and Others.” He is the founder and CEO of LeadFirst. He is a keynote speaker, writer and teacher whose areas of focus include leadership, business and the integration of faith at work. He has been recognized as one of the Top 100 of the nation’s top thought-leaders in management and leadership by Leadership Excellence magazine. To learn more, visit leadfirst.ai.

No one likes to lay people off. It’s upsetting, painful and even traumatic — and not just for the person losing their job. In fact, studies have found that managers are almost twice as likely to suffer a heart attack in the week after they fire someone. Unfortunately, letting people go is part of being a leader — and, as many companies ramp up layoffs, it’s a task you might have to face sooner rather than later.

There’s no such thing as a completely painless firing or layoff — but there are things you can do to make the exit more peaceful for both parties. And, surprisingly, leaders should start laying the groundwork up front.

The secret to a peaceful exit has almost nothing to do with the actual firing itself. It’s all the things you do in the beginning and along the way that make a difference.

The key is being open, honest and clear about expectations from the minute the employee is offered the job. When we fudge the truth, or let people assume things, or slide on holding them accountable, we get into trouble. And that trouble can end in a painful layoff.

Here are a few tips:

Don’t put off the hard conversation.

Broach it before you hire someone. When you’re ready to hire someone, you sit them down and say: “I’d like to hire you, and you’d like to work here. Neither of us knows if this is going to work out. In two years, you may begin to think we are not a good fit for you. On the other hand, we may begin to think the same thing. Let’s be open with each other and see if there are ways to make things work. No surprises. And if either of us decide it is not going to work, let’s agree to partner together on a good exit. If you are leaving us, give us as much advance notice as you can so we can find someone else. We will do the same for you — give you plenty of time to find the next job and even help you with contacts if we can. Let’s agree up front that we are going to support each other.”

This is a two-way conversation. After all, the new hire also doesn’t know if they’re going to be satisfied with the job. Ask them to agree with you that, if it gets to that point, you’ll tell each other the truth. Openness and honesty create a better situation for both people. It lays the groundwork for mutual trust going forward.

Clearly define your expectations.

Be sure the new employee has the resources to meet them. Make sure they know what you expect them to do and when they’re expected to do it. Ask them to repeat back what they heard so you’re on the same page. This sets them up for success from the beginning. Lack of clarity is a huge driver of failure.

This is also a good opportunity to create buy-in. Ask them if they think these expectations are doable, and make sure they agree with the plan. You might also point out trainings or other resources that can help.

Have regular face-to-face check-ins early on.

Sometimes we have a tendency to hire someone and kind of let them sink or swim. Don’t. Check in on a regular basis. Leaders have to view caring about people, not as a means to an end, but as worthwhile in itself.  Build the kind of relationship where you know if there are any issues outside of work weighing on their mind and see if there is anything you can do to help. Also, hold them accountable if they drop the ball on something.

These check-ins keep people on track, but they also build the bedrock of a solid relationship. They help you communicate that you actually do care about the person. They also create psychological safety and build trust, because you’re showing them again and again that you want to hear the truth. Even if things don’t work out, you’ll be glad you built this trust as it will make the exit easier on both of you.

Don’t let problems slide.

Good leaders are compassionate, which can make it difficult to let people go. When we care about people, we naturally want to give them another chance. Sometimes, though, “another chance” crosses the line into enabling. While kindness serves us well most of the time, there are some instances where we must remember that there are other people counting on us to keep things running smoothly.

Communicate early and often when things aren’t going well.

Ask the other party to do the same. You both want ample notice if you need to make a shift. The last thing you want to do is surprise the person with bad news. Make sure they can see this coming, and when it’s time to part ways, they’ll remember the warnings you gave along the way.

Make sure honest feedback and accountability are a two-way street.

You’re telling the employee the truth, but, just as important, be clear that you want the truth from them. By encouraging feedback, you may discover there’s a deeper organizational problem driving their poor performance, or something you could do better to support their success. Likewise, don’t just hold them accountable. Hold yourself accountable, too, and admit it when you mess up.

Don’t let them shift blame onto your shoulders and escape accountability for their own actions, but also make sure you aren’t doing that either.

Finally, you might want to offer some tough love on the way out the door. One of the kindest things you can do in this circumstance is to be truthful about why things didn’t work out. Be clear that this conversation does not change your decision to let them go, but is about your helping them to be more successful in their next role.

You might be surprised by how well people take this kind of “exit feedback.” People get defensive defending their job, but are sometimes more willing to honestly listen once the decision has been made. Just make it clear that you have their best interests at heart. People will be grateful that you cared enough to speak up. Never burn bridges in relationships. Treat people with integrity regardless of how they treat you. C&IT